Award Winning

Uplifting government capability in Human Centred Design


Queensland Department of Transport and Main Roads

The problem

Queensland State Government services a region five times that of Japan, and is in the midst of transitioning to a new model of citizen-centricity. How do you help government employees understand Design Thinking principles and how to use these skills?

Our solution

spur: was engaged to design and deliver a series of workshops on Design Thinking and Customer Journey Mapping, that allowed each participant to choose the module that most interested them. The workshop provided a foundational approach with hands on opportunities to design for real problems.

Project updates

The initial batch of sessions were so popular, the client doubled the series. More than 250 participants were trained by spur: in Design Thinking and Customer Journey Mapping.

The Problem

Accessing and applying design thinking tools in the workplace

The Queensland Department of Transport and Main Roads (TMR) looks after a few million people spread over a land area seven times that of Japan. In an effort to modernise and move towards more effective problem solving and digital capability, TMR is in the midst of an uplift effort in the education of staff in new ways of thinking.  After all, to better help citizens, government needs to think like citizens and approach problems with new perspectives and tools.

How do you best spread these ideas and training among staff who have regular commitments to maintain? How do you make it fun, engaging, and educational?

The Solution

Design thinking training sessions

spur: was engaged to deliver a series of foundational training sessions for staff across design thinking and customer journey mapping.

The Process

Collaborative workshops

Intensive workshop · Design Thinking

This workshop introduced participants to design thinking frameworks and wider, interrelated frameworks such as systems thinking.

Intensive workshop · Customer Journey Mapping

This workshop introduced participants to customer journey mapping, including how to understand and map customer needs, problems and opportunities, as well as mapping the current and future state interactions.

The Impact

An introduction to impact measurement

spur: delivered workshops to more than 200 staff at TMR offices, with staff trained across Design Thinking and Customer Journey Mapping. We had a tonne of fun. And, happily, participants scored the sessions high across the board. We also provided a handy handbook to all that attended.

We were also pleased to see each participant earned a badge for their training on TMR's internal professional development systems. We want one, too!


Project team

William Smith-Stubbs

William Smith-Stubbs

He / Him

Lee Crockford

Lee Crockford

He / Him

Olivia Roney

Olivia Roney

She / Her


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